Managing a hotel successfully is a difficult business. With a large number of tasks and problems to keep track of, it’s no wonder that some people find themselves struggling to keep their property in the black. You’ll have to deal with staff problems, guest complaints, budgeting issues, and more on, daily. It’s a lot to handle, and, understandably, sometimes mistakes can be made. However, if you’re going to be a successful hotel manager, then you’ll need to learn how to minimize problems and maximize success. In this article, you will learn about best practices for managing your hotel business so you can cut down on surprises and provide excellent customer service.
Do: Utilize Property Management Systems and Software
When you’re running a large hotel, the last thing that you want to do is manually track all of your guest information and room statistics. There is just too much data to keep up on, which means you’re more likely to make mistakes. Instead of worrying about keeping track of everything on your own, consider investing in a PMS system and software designed specifically for hospitality services. Many different online retailing platforms specifically address business issues related to owning a hotel or lodging establishment.
These resources are designed with the sole purpose of streamlining the process of managing inventory so you don’t have to worry about counting rooms or keeping records manually. All of this information will be stored securely online so you’ll always have access to it when you need it. You can also use property management software to keep track of your guests and their stays, send out electronic statements, generate reports for tax purposes, and more. Using a PMS solution will not only save you time and money in the long run, but it will make your job a whole lot easier too.
Don’t: Neglect Marketing Your Hotel
Marketing is often an afterthought for many hoteliers. However, if you want your business to be successful then you’ll need to get the word out about what your establishment has to offer. To do this effectively, you’ll need a marketing strategy in place which includes both online and offline avenues. Online advertising options, such as social media pages, are great for grabbing people’s attention. You’ll also want to make sure you have a strong offline campaign in place too. Make sure that your website is user-friendly and provides all the necessary information about your property so customers can decide if it’s right for them.
Also, be sure to include testimonials from previous guests if possible because these reviews will entice others to visit your hotel. Most importantly, you’ll need an effective call-to-action on every page of your website that prompts users to contact you for more information or even book a room at your establishment.
Do: Hire a Skilled Front Desk Manager
The front desk manager is usually the first person that hotel guests see and interact with. Therefore, it’s important to recruit highly skilled staff members who can provide exceptional customer service and address any issues that take place in this department. The front desk is very powerful because they have the authority to approve or deny requests from guests and assign rooms, so you’ll need someone that knows how to speak to people calmly under pressure.
It’s a good idea to hire someone with a background in customer service or hospitality because people skills are essential for this position. On the other hand, you may also want to consider hiring a career front desk manager who has spent years working in the industry and knows how things work. Hoteliers who have been around for a while recommend these candidates because they usually have the best knowledge of how things should be handled in regular circumstances.
Don’t: Overschedule Your Staff Members
When your staff is overworked, it’s easy to burn out and become dissatisfied with their jobs. As a result, they will resent the people that they’re working with because employees tend to act unprofessionally when they don’t have enough time to complete tasks or hit deadlines. On the other hand, employees that are under-scheduled might not be qualified to do their job effectively which means you’ll need to spend extra money training them later on down the line.
Therefore, you should take some time each week (or month) to review your hotel’s operations. Determine if staff members are completing all of their tasks on time and evaluate whether or not additional help is required to accommodate your guests. When you’re not overly stressed, you’ll be able to identify potential problems more easily and fix them before they escalate into a crisis.
Do: Offer Professional Guest Services
When hotel guests call or email the front desk with a request, they expect their inquiry to be handled promptly and efficiently so it won’t interfere with their stay at your property. For this communication to work as intended, you should have all of your staff members trained on how to deliver outstanding customer service every time they interact with a guest. This means being professional yet personable when dealing with someone’s needs because personal opinions shouldn’t come into play when offering assistance either over the phone or through written correspondence. It’s also essential to instruct your staff members on how to resolve conflicts so they don’t escalate which will likely happen if they lack the proper training.
Don’t: Fail to Have an Emergency Preparedness Plan in Place
When disaster strikes, it’s important for hotel employees and guests alike to know how they can exit the building calmly and safely before emergency crews arrive at the scene. If you’re not trained on what to do during this type of situation, then you should consider hiring someone that is qualified before you open up for business. If there are no emergency exits inside your establishment then you need to look into this matter with local authorities because it could pose a hazard. Similarly, be sure that all of your entrances are well-lit at night so it’s easy for people to see where they’re going if the power shuts off unexpectedly.
Hotel managers need to stay up-to-date on the latest industry news and developments to ensure a high level of customer service is provided from start to finish. The aspects outlined in this article should be considered as a prerequisite to good business practices as they are the building blocks of your business success. By following these simple do’s and don’ts, hotel; managers will be able to avoid potential problems that could affect the customer experience and bring their hotel to the next level.
